As we continue our march to #1 worldwide market share in contact center, guidance and input from the analyst community, partner ecosystem and valued customers is critical. The last few months marked three important Customer Collaboration events for Cisco, which helped validate our messaging and execution plan, as well as educate these key audiences on our solution portfolio.
The Cisco Customer Collaboration Partner Sales Summit was Read More »
Tags: Cisco Customer Collaboration, collaboration, contact center, Forrester Research, Gartner, IDC
In my previous post, I described the challenges senior management faces in scaling collaboration capabilities to address business needs and the way work is done today.
Electronic and whiteboard displays, lean practices, and collaboration tools by themselves are clearly not enough. Management needs to take a holistic approach to develop and integrate capabilities in three areas to address the challenge of capturing the next wave of productivity gains: culture and leadership, extended workplace visuality, and pervasive collaboration.
Organizational culture and leadership are probably the single most important factors in enabling gains in employee productivity and innovation that result from knowledge work. Morten Hansen, in his book Collaboration: How Leaders Avoid the Traps, Create Unity, and Reap Big Results, provides an excellent perspective on what management can do to identify barriers to collaboration and design solutions to overcome them. Most of these barriers are cultural and particularly severe in large global corporations with multiple business units, complex matrix organizational structures, and operations that span multiple countries. Read More »
Tags: Cisco, collaboration, culture, IBSG, knowledge work, leadership, lean techniques, Morten Hansen, networked organization, productivity, visual workplace
In Part 1, I explained that both sides of the customer experience equation—what I am led to expect, and what I perceive I received—are both heavily influenced by today’s hyperconnected world. Let me recap briefly before I explain how we can approach customer experience in this new world.
Today, I can easily compare products across the globe—and get any number of reviews on your products versus any others. Perhaps even more influential are the social media networks, where those I listen to most—my friends—can quickly influence me and make or break your product. Read More »
Tags: Cisco, collaborate, collaboration, customer, customer experience, expectations, experience, hyperconnected, hyperconnectivity, IBSG, perceptions, rich media, social media, socialminer
At the recent Federal Collaboration User Forum we had an amazing lineup of presentations from both Cisco experts and customers. One of the highlights of the event was the presentation by Todd Cox, lead computer specialist, at the Center for Bioinformatics and Information Technology, National Cancer Institute.
Todd captivated the audience with his presentation, “Finding the Cure through Video.” To support their mission of finding cures for devastating diseases, researchers must be able to share extremely large data sets with remote researchers at other institutions and across the globe. This requires high capacity, high reliability, secure network and the ability to share and collaborate on findings in real-time. After all, time is of the essence in discoverability and bringing to light new research.
Read More »
Tags: Center for Bioinformatics and Information Technology, collaboration, Federal Collaboration User Forum, Finding the Cure through Video, Government Computer News, National Cancer Institute, Todd Cox
Increasing how well organizations collaborate is the business opportunity of the decade. But there is one toxic mindset that can inhibit collaboration’s potential: many individuals confuse collaboration with consensus. Consensus is what makes everyone happy; collaboration is about achieving the best outcome.
As business leaders, it’s vital to recognize that consensus is the enemy of collaboration. Sometimes when we say collaboration, people believe it’s an opportunity to hold hands and sing “kumbaya” around the office campfire. I was deeply inspired by Morten Hansen’s book, Collaboration, in which Hansen stated so brilliantly: Read More »
Tags: collaboration, Culture Change, Morten Hansen, The Collaboration Imperative